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Certified Agile Service Manager (CASM)® is a Program

Certified Agile Service Manager (CASM)®


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Full program description

Certified Agile Service Manager (CASM)®

What's In It For Me

Better. Faster. Stronger. Learn how to use Agile with ITSM (ITIL) to strengthen and secure your processes. A Certified Agile Service Manager is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture.

Course Overview

NTUC LearningHub Course Code: DEVOPS3

This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects. Agile thinking improves ITs effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements.

As Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL, this course strives to bring together individual achievements to deliver full business value. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management, so Dev starts to manage services instead of products and Ops and ITSM become more agile by scaling to just enough process leading to improved flow of work and time to value.

Agile Service Management helps IT to meet customer requirements faster, improve the collaboration between Dev and Ops, overcome constraints in process workflows by taking an iterative approach to process design that will improve the velocity of process improvement teams to get more done.

This course positions learners to successfully complete the Certified Agile Service Manager exam.

Who Should Attend

The target audience for the CASM course is

  Anyone interested in learning about Agile and Scrum from a products and process perspective

  Process owners and process designers

  Developers who are interested in helping make processes more agile

  Managers who are looking to bridge multiple practices into a DevOps environment

  Employees and managers responsible for designing, re-engineering or improving process

  Consultants guiding their clients through process improvement and DevOps initiatives

  Internal and external suppliers Process stakeholders

Trainees must meet 100% attendance to qualify for claim.

Course Duration

2 Days / 16 Hours

Course Outline

Why Agile?

  •   The IT challenge today
  •   What does it mean to "be agile"?
  •   Why is Agile?
  •   The Agile Manifesto
  •   Agile principles

What does it take to "be agile"?

  •   Exercise: Reviewing Agile values
  •   Agile practices
  •   Scrum
  •   Kanban
  •   Lean
  •   DevOps
  •   Continuous Integration
  •   Continuous Delivery
  •   Exercise: Leveraging multiple frameworks

What is Agile Service Management (Agile SM)?

  •   Definition and value
  •   Two aspects of Agile SM
  •   Agile Process Design
  •   Agile Process Improvement

Process design basics

  •   The elements of a process
  •   The 10 steps of process design

An Agile approach to process design

  •   Characteristics of an Agile Process
  •   How much is "just enough"?
  •   Minimum Viable Product

Scrum Basics

  •   Scrum pillars, values, and components
  •   Important terms

Scrum Roles

  •   Product owner
  •   ScrumMaster
  •   Team

Scrum artifacts

  •   Product Backlog

o Creating user stories

  •   Increment
  •   Product backlog refinement
  •   Sprint Backlog
  •   Burndown chart

Agile Service Management artifacts

  •   Process Backlog

o User stories and ITSM processes

  •   Process increment
  •   Sprint Backlog (Agile SM context)
  •   Burndown chart (Agile SM context)
  •   Exercise: Writing a meaningful user story

Scrum Events

  •   Timeboxes
  •   Release planning meeting
  •   Sprint planning meeting
  •   Daily Scrum
  •   Sprint Review
  •   Sprint Retrospective
  •   Definition of Done

Agile Service Management Events

  •   Process planning meeting
  •   Sprint planning meeting
  • o  Strategic and process activity sprints
  •   The Definition of Done for process sprints
  •   Daily Scrum (Agile SM context)
  •   Sprint Retrospective (Agile SM context)

Agile Process Improvement

  •   Agile Process Improvement audits
  •   The Process Backlog as a CSI Register
  •   CSI Sprints and Plan-Do-Check-Act

  Exercise: Assessing process agility

Agile Service Management technologies

Aligning Agile SM and Agile software development

Getting started with Agile Service Management

Certification Obtained and Conferred by

Official Certification Exam

Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to the candidates designation as a Certified Agile Service Manager. The certification is governed and maintained by the DevOps Institute.

Course Objectives

The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:

  •   What does it mean to be agile?
  •   The Agile Manifesto, its core values, and principles
  •   Agile concepts and practices including ITSM, Kanban, Lean and DevOps
  •   Learn about SCRUM from a product and process perspective
  •   Agile thinking and values into service management
  •   Scrum roles, artifacts, and events as it applies to both products and processes
  •   The two aspects of Agile Service Management:

o Agile Process Improvementensuring processes are lean and deliver just enough  control

o Agile Process Designapplying Agile practices to process design projects


  •   Completion of pre-class assignment
  •   Familiarity with IT service management processes and ITIL is recommended

Medium of Instruction & Trainer

Medium of Instruction: English

Trainer: Trainer Ratio is 1:25

Harold Petersen is a management consultant and transformation lead with over 25 years of experience, specialising in areas of Digital Strategy, DevOps, SIAM, ITSM, ICT Governance, Information Security Governance, organisational change and Project, Programme, Portfolio Management. 

He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa and supported customers in almost every vertical sector, including Finance, Education, Government, ICT and Energy. 

Harold has had significant experience in all aspects of managing an IT organisation, including Operational responsibility for IT Service Delivery, IT Service Support, System Operations, Project Management, Service Level Management, Outsourcing Management (as a customer) and Service Management (as an outsourcer). Some of his experience includes the alignment of IT Management processes with ISO9000 and ISO/IEC20000.

Harold holds certificates in ITIL (Service Manager 1994 and ITIL Expert), COBIT and PRINCE2 (Practitioner, Accredited Trainer and Accredited Consultant) and has been a trainer and implementer since 1994. He combines his ISO/IEC 20000, ITIL, COBIT and PRINCE2 expertise with his extensive practical experience in IT Service Delivery, Project Management and Outsourcing Management across a variety of assignments within the IT Management industry. 

Harold is a regular speaker at events such as itSMF, ISACA, PMOZ, SPUSC and has written a number of whitepapers.


Course Fee:

  Before GST With GST
Original Course Fee $1,500.00 $1,605.00
Promo Course Fee (valid until 31 Dec 2019 by class start date) $700.00 $749.00
Course Fee after Funding for both Individual and Company Sponsored Candidates 50% e2i Funding capped at $15/hr for Singaporeans and PRs $460.00 $509.00

Certification Exam Fee:

w/o GST


Certified in Risk and Information Systems Control (CRISC) Exam Fee for ISACA non-members



Certified in Risk and Information Systems Control (CRISC) Exam Fee for ISACA members




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